Cracked screen MacBook Pro with Touch Bar

My daughter has a 2017 15" MacBook Pro with Touch Bar (MacBook Pro, C02V262VHTD6), that was purchased new in August 2017. In June 2018 the bezel and screen cracked for no apparent reason, and the screen went dead, except for some faint lines on the right side. Apple says something must have been between the main body and the cover when the cover was closed to cause the cracks. Apple wants over $1,000 to repair it.

My daughter used the laptop for about 2.5 hours straight in school, ending at about 6:00 p.m., on June 12, 2018. She did have a hard protective case around the laptop at the time. She put it in her laptop case and brought it home. She did not open it until about 8:00 p.m. that night, and I personally saw her remove it from the case and open it and try to use it. The screen was virtually all black with cracks in the bezel and screen. She did not close the laptop at school with any foreign object in the laptop to cause the cracked bezel and screen. I personally saw that there was no foreign object in the laptop when she opened it at home. If there was any such foreign object when she closed it, I would have seen it later at home. This is a serious issue that Apple should take care of, especially when the laptop is still under warranty.

I took the laptop to a Genius Bar and they sent it to a repair facility, but because of the $1,000+ quote, I am having it sent back without the repair. I will try again to find somebody at Apple who will honor their warranty.

I've had my MacBook Pro without Touch Bar for coming up on 2 years. Never had any issues with this at all, I don't even have a case. It's in my backpack about 80% of travel time and storage. In my 18 years of experience in IT and repair, all of these images in the last 10 pages of posts actually show a point of impact. If it wasn't an impact hard enough, it would only crack the class, yet some of these images are cracking and distorting the display with black lines and such-- like that one user posted with images like Macbook Pro Screen Issue - Google Photos.

In servicing several tens of thousands of laptops, it isn't uncommon to find a person state that they have no idea what happened to the display, while something else ended up happening without their knowledge-- for instance, customer came in pretty hot headed about her display with a similar point of impact on her screen. She became very livid with me when I mentioned the there's an actual point-- a pin point area in which the display is cracking from, signifying a point of impact and accidental damage. She screamed at me and made a huge scene, while her son, about 12 years old or so, was sitting on the stool next to her. After about 10 minutes of talking back and forth and screaming at me and my leader, her son came out and said that he wanted to play with the computer and shut a Skittle on the screen. It broke, he put it back and didn't say anything until then.

I know this doesn't happen to everyone, especially if you don't have kids, but this isn't uncommon at all. I've never seen a thermal crack in a screen, I've never seen a crack appear on its own. There's going to be an act of force that had impacted the screen or surrounding areas to cause those cracks. Laptop screens that show a point of impact on the display don't occur spontaneously like the Big Bang theory. There's got to be more to the story, either known or unbeknown by these people. There-in lies the issue. These screens are quite durable, but strong enough to take a BB (which happened to be another customer that openly said he shot it with a BB gun because his friend said the screens were tough). Ha.

Either way, I hope that you all get your devices serviced one way or another, be happy with your Mac or switch to Windows, Apple would wish you the best either way. Do what works for you, and if that's switching to a Lenovo that will take a current counting time of 4 weeks to just diagnose a laptop I sent in for an obvious bend and out of warranty replacement, do it. For me, being a PC and a Mac user and supporter, Apple's service is pretty dang amazing with completed repairs often taking less than a week.

I don't know whether it was a "thermal" crack. It might be related to pressure from the hard cover from i-Blason that we used. Here is the link to it: https://www.amazon.com/gp/product/B01M8O9OSE/ref=od_aui_detailpages00?ie=UTF8&ps c=1 Somebody at Apple and i-Blason needs to look at this now.

This is a User-to-User support forum. If other users can not help you think of a fix, No further help is likely to be forthcoming using this medium. There are no standard mechanisms for escalating problems to Apple support from here, and Apple support does NOT monitor these forums looking for trends and outstanding issues.

DO NOT "wait for Apple to provide a fix". Unless and until a large number of users present their issues through standard problem-reporting channels, Apple does not know there is a problem, and is NOT working on a fix. Being selfish is the best policy, getting yours fixed helps everyone.

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I took the laptop to the Genius Bar. They sent it to their repair facility. They said it was user-caused and wanted over $1,000 to fix it. I declined. They sent it back to the Apple store. I picked it up. It now sits on a desk unusable. I will start making phone calls to Apple. I am not hopeful. I know this was not user-caused.

If it survived shipment from China to wherever you are, and was presented to you in new condition, the problem is not caused by a defect.

Apple's historical position is that glass does not crack spontaneously.

When claims of screens breaking spontaneously without being touched or without any claimed causes are being made, one can think of how a laptop that had been sitting next it’s production life never had its screen break on its own.

@Grant Benet-Alder How do you know all of them survived shipment from China to anywhere. Did apple updated you about all the shipments that none of the Macbook screen cracked? There are possibilities that some have been cracked while shipment and some are cracking afterwards. Also, history changes by time and so, is Apple's history. Even if something comes in between, it should crack only on applying major force not while closing normally or opening it. There are chances that pressure might be originating internally from hinge or somewhere. In my case I remember that I closed my macbook ad kept it in bag. And after about one hour when I pulled it back and open the lid there was a crack near hinge. And how is it possible that same kind of crack is posted by another user, same shape and same place on opposite side.

Haha, how do you know that all of them didn't? Did Apple update you about all the shipments that have cracked? These hypotheticals go in circles. A common theme is that these machines are placed in backpacks/bags/purses, all of which introduce so many more variables that can either be confirmed or denied with proof. Did something push on the backpack? Did the bag get dropped? Did something hit the purse? The only surefire way to produce evidence that this occurs because of opening and closing is to film a video in a controlled environment where all you do is open and close the MacBook and not move it.

Its like the many people who have phones that they put in the pocket, and lean over an edge of a table with their weight and crack their screen then freak out about it. Well, the device is glass and metal, metal does bend and glass does crack-- but if all you remember is putting it in your pocket and taking it out and discover that it's bent, then there's obviously some missing info. The outcome of the matter is that there was force inflicted on an area to cause glass to crack or metal to bend that doesn't spontaneously occur with out input from some sort of power.

Sorry that this happens to you, but this is the nature of all thin glass spread over a surface greater than 1x1.

@Mykii Laugh as much you want. But the truth is truth. I just place the macbook in bag and didn't move it anywhere, it was at the same place. After one hour when I pulled it back there was a crack. And why to use such kind of weak glasses when there is an option of gorilla glass and other quality glasses. I have paid a lot to buy this mackbook. I think I would have paid a few more bucks for quality of glasses. I wanted to buy it for quality.

Also, I have carried hp laptop in rough conditions without caring about it and its screen never cracked in 7 years of lifetime.

Even the conditions you are mentioning are practical and should withstand all of it given the price and name.

To be fair, 7 years ago and most of their lower end models in this day, HP's laptops didn't have glass over their screens.. They were LCD's covered in plastic. Anyway I'm hardly an Apple advocate. I'm more of a tech advocate, and if there's a misunderstanding of tech, I'd rather explain that and it just so happens to apply to this scenario. Again, I can't prove or disprove what you say that you've done or didn't do, but what I can tell you is that the science exists that there had to have been a force of some sort inflicting the display. Perhaps when you placed it down in the bag something happened. Also, the glass isn't very weak at all comparatively speaking-- subjectively, you can say that it's weak, but what are you comparing it to? The glass is pretty strong compared to lots of glass on the market-- but it all depends on where it is struck.. Check out this video Mystery of Prince Rupert's Drop at 130,000 fps - Smarter Every Day 86 - YouTube science is rad.

I had the same trouble, after 4 days of usage my display was broken with a little of pressure, tomorrow I will phone to Apple.

I hope to receive good news and that the warranty applies, because it is amazing, I also had a MacBook Pro 2012 and it worked perfectly for 6 years.

When it was shipped, it was closed. The screen is cracking when closing it. You can see just about all the cracks are where the sharper edges come in contact with the screen. I never ad this issue with my older MacBook Pro. I imagine when it was shipped it was also covered in plastic wrap and styrofoam. No one I know puts there laptop in bubble wrap and styrofoam when they are done using it.

I'm very disappointed to spend $2800 for the new MacBook with touch screen as a mobile device to move around with it and have its screen cracked from leaving 5 pages staples in between the screen and keyboard. I recall that I didn't even closed it all the way and wake up to find it cracked. Apple new products are going more expensive and more fragile. After 7 years of switching to apple and spending a fortune on apple products and spending triple than my colleagues justifying that its worth the money, I'm afraid to say that this value is now gone with the death of Steve jobs. When contacting apple they Said your apple care will not cover the cracked screen that will cost around $500 to replace. I should have bought accidental and they refuse to allow me buy it. I've been careful with my old MacBook since 2011 and now the new one is going to be fragile even if I fix it. I may just connect the new MacBook with a home screen and use it at home as a desktop to protect my investment since apple did not seem to care and just trying to put the blame on me and other customers to justify the fragile new system. What a shame to end my exciting journey with apple with a disappointment. Even their new iPhone 10 is not satisfying to customers and most I knew that purchased it after the 7 plus. I'm a marketing faculty and have a large scope of influence. I already shared my experience of the new MacBook with my work colleagues and they are discouraged to update their old MacBooks with the new ones. I hope that apple admits that their new MacBook that's supposed to give more mobility that it is not mobile at all. Eventually, I have to fix it but not sure how long it will last. I consider I lost $3000. It's cheaper for me to buy the new HP or dell notebooks with the new designs and more functions at half the price with full warranty. Apple, you are exploiting people by charging a lot for less value and eventually loosing loyal customers.

Went through exactly the same thing, except check this out... I had 2 hardware issues (spaceboar not working and failing audio) that Apple would not fix unless the miniscule crack was fixed at out of my pocket. Eventually caved and paid for the crack to be fixed so they would fix THEIR problems with it. Interestingly, the fixed screen has s different design that looks less likely to crack (no glass down below near the hinge). Interesting eh? Still using my 2013 as my goto now as, like you, I want to protect my 2016 FragBook Pro. :-(